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Senior Quality Insights Manager
Full-time
About The Team
The Quality Programs team is in a pivotal stage of evolution, and this is an opportunity to join us on the ground floor. While we remain a highly collaborative group dedicated to providing a 6-star experience, we are actively building a proactive quality framework by blending scalable AI technology with our deep expertise in human insight.
As an early member of this transformation, your role is to be both a user and an architect of our new systems. You will play a crucial role in shaping our transition from traditional call audits to 100% interaction monitoring. Your hands-on feedback will directly influence the design and refinement of our AI-powered tools, ensuring they effectively analyze data trends, understand customer sentiment, and generate actionable coaching and feedback for our business partners.
About The Role
Quality Programs is seeking a Senior Quality Insights Manager who acts as the strategic link between intelligent QA data and business transformation. You will synthesize outputs from the quality data, identify trends, and translate insights into compelling stories that move stakeholders to act. Your influence will drive systemic improvements in experience, performance, and process at the line-of-business level and across the enterprise.
Responsibilities
Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives
Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management
Partner with training, performance management, and product teams to drive systemic improvements
Serve as the primary quality liaison for assigned lines of business
Champion the voice of the customer across the organization
